The SOCAPiE Award for Customer Service Managers

• Web-based e-learning with Online Tutor support

• Matches National Occupational Standards

• Accredited programme leading to SOCAPiE membership

The most successful organisations acknowledge the key importance of excellent Customer Service. Managers and Team Leaders, equipped with the right skills and understanding, can implement a culture of excellent Customer Service in an organisation, making a real difference for the business.

The Award for Customer Service Managers (based on the book, The Best Practice Guide for Customer Service Managers) is an online qualification for Team Leaders and Managers who have significant responsibility for customer service.

Customer 1st International

The Award for Customer Service Managers is written and delivered by the UK Customer Service learning specialist, Customer 1st International. The course content maps to National Occupational Standards and is approved by SOCAPiE, the professional body for customer service - so you can be sure that it is of consistently high quality.

Completion of the course entitles graduates to qualified membership of SOCAPiE and they can use the designatory letters MSoCAP for as long as they remain members.

Key Features

• Online programme with proactive tutor support

• Easy to access by password entry to website

• Interactive, learner-friendly and motivational

• Practical, team-based activities and self assessments

• Cost-efficient learning at times and locations to suit busy managers

• Study online for 4-5 hours over 10 weeks

Benefits for the Organisation

• Managers build a customer-focused culture in their teams

• Managers/Team Leaders implement the Customer Service Strategy

• Increase customer loyalty and trust and employee retention

• Reduce training and development costs

• Spread consistent messages – with global reach

Work-based activities encourage managers and team leaders to identify new ways of satisfying customers and motivating their teams. Its match to the National Occupational Standards makes it just right for organisations that want to ensure their service is as good as, or better than, others in their sector.

Because the Award sits in a web-based Virtual Learning Environment there are no worries about software to install or systems to configure. As long as you can provide internet access, your managers can get straight on with their learning. Learners will discuss topics with colleagues through online collaboration tools. With your own employer account you will access detailed learner reports to monitor the progress your managers are making.

Benefits for the Manager

• Study whenever and wherever you can access the internet

• Access your own learning account using login and password

• Relate your learning to your work with customer service teams

• Get advice from your own Online Tutor and share best practice with colleagues

• Straightforward multiple choice assessments for each module

• Receive your Certificate on successful completion of all the modules

Learning Content The course is delivered in nine straightforward learning modules. Each one has self-assessments and activities to check understanding. Participants maintain a learning log, enabling them to maximise the learning and improvement outcomes of the programme.

The nine modules:

1. Managers and Customer Service Excellence

2. Setting and Communicating Objectives

3. Putting the Customer First

4. Getting the Right People and Resources

5. Creating the Customer Focused Culture

6. Dealing with Difficult Situations

7. Making it Happen

8. Embedding Innovation in Your Team

9. Continuous Professional Development

Investment

The investment for each delegate, including full course material, access to the online tutor and certification is £440 plus VAT less the discount appropriate to your category of SOCAPiE membership. Please talk to us if you are thinking about large numbers over a period.

For more information and how to apply, please contact SOCAPiE at enquiries@socapie.eu.